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Platform User Guide

1. Creating an account and accessing the Telemedica Virtual Clinic platform (Telemedica)

1.1 Creating a personal account

If you wish to create a personal account, access MY ACCOUNT (in the upper-right corner), then click the Create account button and fill in the required fields with your personal details. Please read and accept the Terms and Conditions and the Privacy Policy in order to complete the registration process. Appointments can only be scheduled after registering on the platform.

You will receive an email with instructions for activating your account. Please follow these instructions to confirm your account.

1.2 Logging into your personal account

Access MY ACCOUNT (in the upper-right corner), then enter the username and password set during account activation.

2. Requesting an online service

  • Access Medical Services from the top menu;

  • Choose the specialist with whom you wish to schedule an appointment;

  • Click the SCHEDULE button;

  • Select the type of service;

  • Choose the scheduling method:

    • ASAP (as soon as possible – the first available slot for that specialist will be displayed), or

    • MAKE AN APPOINTMENT (select the date and time that suit you),
      then confirm the appointment by clicking CONFIRM APPOINTMENT AND CONTINUE TO PAYMENT, in order to register your appointment.

  • The consultation type will be audio-video;

  • Pay for the service online by card*;

  • Once the online payment is completed, the reservation will be locked.

*The data required for online payment is not stored by the platform, but only by the banking entity, solely for the purpose of processing the transaction requested by the user.

3. How an appointment is conducted via the Telemedica Virtual Clinic platform

3.1 Appointment order

Appointments are processed automatically, in the order in which consultation requests are submitted. The first patient to submit a valid request will be assigned the available slot first. Available slots are visible in real time.

3.2 Starting the session

The appointment will take place as an audio-video call. If the above steps are followed, on the date and at the time of the appointment, the specialist you selected will send you an invitation to start* the online consultation.

The specialist may notify the patient via message if they are delayed by a few minutes or if they are able to start earlier, subject to the patient’s approval. These messages are visible in the notifications area of the patient’s account.

In the bottom-right corner of the screen, there is a green pop-up displaying consultation details and the remaining time until you go live with the specialist.

You can check the status of upcoming appointments by accessing the CONSULTATIONS button on the left, then clicking PENDING CONSULTATIONS.

*In order for the specialist to contact/call the patient, logging into the platform is required.

For medical consultations involving minors, their presence is mandatory.

3.3 Uploading and transferring documents

The Telemedica Virtual Clinic platform allows you to upload medical documents necessary for a correct evaluation by the physician or other relevant documents for your specialist.

The files you upload must have one of the following extensions: .pdf, .doc, .docx, .jpg, .jpeg, .png. For security reasons, a single document must not exceed 50 MB, and the total upload size must not exceed 2 GB.

To facilitate communication with the specialist and to better manage the time allocated to the consultation, it is important to have your documents prepared on the device you will use for the consultation, or to use the “uploaded documents” section in the My Account menu, where you can upload documents that the specialist can review before or during the consultation.

Documents can be uploaded during the discussion with the specialist or after scheduling an appointment. To send multiple documents at once, please use www.wetransfer.com, where you can upload the necessary documents (images/X-rays/MRI/CT/EMG and photos/scans of medical documents/letters/reports) and send them to your own email address. Please send the obtained transfer link to the specialist with whom you scheduled the appointment using the “send message” option from the specialist’s profile (copy + paste the link).

In the My Account section, you will find your personal data, consultation history (chat), documents uploaded by you and by the specialist, specialty questionnaires, notifications, and submitted reviews.

3.4 Completing the consultation

At the end of the consultation, the specialist will inform the patient of their recommendations. In the case of psychotherapy sessions, recommendations are provided when necessary, not after every session.

The patient will be able to access written recommendations and other documents issued through the account created on the platform. The account also contains personal data, consultation history, and specialty questionnaires, which are important and recommended to be completed before the consultation begins.

3.5 Consultation questionnaires

After completing the consultation, the patient has the option to provide feedback regarding the consultation by selecting one of three different evaluation criteria. Additionally, a text field can be completed with the desired feedback.

Feedback can also be submitted from the consultation history, from the patient menu, in the “Consultations” section, by selecting the consultation from the table and clicking the Evaluate button.

Once submitted, feedback will not be visible immediately, as it must first pass through a filter to prevent inappropriate content.

Approved feedback will be visible in the patient menu under “My Reviews” and in the specialist menu under “Reviews.”

3.6 Consultation interruption

If, for technical reasons, the consultation is interrupted, the specialist will reinitiate the call and the consultation process will resume from the beginning.

3.7 Consultation payment

Payment for the consultation is made online, before the consultation takes place.

Consultation fees vary depending on the specialist and the type of service selected. The fees are displayed when viewing the specialist’s profile.

You can verify the completed payment in your account. The invoice for the provided service will be sent by email within 3 business days, upon request only.

The data required for online payment is not stored by the platform, but only by the banking entity, solely for the purpose of processing the transaction requested by the user.

4. Technical requirements for the consultation

  • The user must have a device with a functional camera (phone, laptop, desktop, or tablet) and activate it when the consultation starts;

  • The user must have internet access and ensure a stable connection;

  • When the consultation begins, it is important to click OK/Allow to permit the platform to use the microphone and camera of the device;

  • It is important to have documents and photos prepared on the device used for communication, in order to upload them during the session;

  • Any laptop or desktop device with an internet connection and a browser is compatible (Microsoft Edge, Google Chrome minimum version 80.0.0.0, Safari minimum version 11, Mozilla Firefox minimum version 70.0.2), as well as any tablet or smartphone running one of the following operating systems:

    • iOS – minimum version 11 with updated Safari;

    • Android OS – minimum version 8 with updated Chrome.

Important:

  • When using mobile devices, it is recommended that the battery level be at least 50%;

  • The Telemedica Virtual Clinic web application does not function on Internet Explorer (regardless of version).

5. Right of withdrawal

The beneficiary has the right to cancel a scheduled appointment and recover the amount paid online, provided that all of the following conditions are met simultaneously:

a) The cancellation is made at least 48 business hours before the scheduled service time;

b) The beneficiary cancels the appointment using the cancellation option in “My account → My appointments” on the Telemedica Virtual Clinic platform, and the paid amount will be refunded to the beneficiary’s account within 10–14 business days. The amount will be refunded only if the cancellation procedure is followed as specified in section 4.5.a).

If the beneficiary does not cancel the appointment within the above timeframes and does not attend the service, the amounts paid in advance cannot be recovered.

If the beneficiary attends the appointment as scheduled and the service cannot be provided for any reason invoked by the medical service provider (Telemedica Clinic), the beneficiary has the right to request a refund of the paid amounts (by email explaining the situation to medical@evotech-it.ro), if a rescheduling is not mutually agreed upon with the service provider.

Please note that medical services are exempt from the obligation to refund advance payments, in accordance with the provisions of Art. 3, para. (3), letter b) of Government Emergency Ordinance no. 34/2014.

6. General recommendations

  • Complete all information required for the consultation accurately, in order to receive the most appropriate recommendations;

  • Whenever possible, choose a quiet and well-lit room for the session;

  • If a diagnosis cannot be established or additional investigations are required, you may be invited to the clinic or referred to other specialties or institutions;

  • Your data is protected in accordance with GDPR regulations;

  • If you are more than 15 minutes late without prior notice, the specialist may assume you will not attend the appointment and may leave or engage in another activity;

  • If you wish to reschedule the consultation, please do so at least 48 hours in advance; otherwise, the time allocated to your consultation will be charged according to the cancellation policy (see Terms & Conditions).

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